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The Magic in Customer Experience

Do you believe in magic? I do.   I’ve seen a caterpillar magically transform into a butterfly… David Copperfield walk through the Great Wall of China… Even beer flow from an iPad at Oktoberfest! These magical events rely on a combination of natural behavior, hard work, and innovative technology. Guess what? So does delivering great ... Read More

Digital Technology Holds Promise for Capital Markets and Investment Banking (CMIB)

McKinsey’s viewpoint on Capital Markets and Investment Banking (CMIB) finds that the industry’s restructuring from a decade ago has failed to deliver positive results. The CMIB industry remains under pressure and faces weak profits, high costs, and strategic uncertainty.  McKinsey concludes that more fundamental change is required to produce favorable business impact, since the traditional ... Read More

Gartner MQ for iBPMS in Financial Services

Read the blog to find out why Appian is rated a leader in Gartner MQ for iBPMS – and its implications for Financial Services. When I joined Appian as the leader of the financial services practice, I believed that the Appian application platform could proactively help clients to better address regulations, dramatically improve customer on-boarding, and ... Read More

The Impact of Dynamic Case Management on The Customer Experience

When knowledge workers have greater insight and are better equipped to address ad hoc work, the result is a better customer experience.   This simple but powerful key finding emerged from the recent survey conducted by Forrester Research across 130 business and technology leaders.   Yet, while organizations seek to provide their knowledge workers with ... Read More

Digitization Brings A New Way to Bank

Bankers are rethinking how they provide services to their customers. Digitization is ‘in,’ helping to create a new way to bank, and brick and mortar branches are under siege. Could this mean the demise of traditional branches and tellers?  Might we see relationship managers disappear, morphed to avatars, smart robots and, RPA-assisted business processes? Is ... Read More

Omni-Channel Strategies Require Collaboration

Want to learn more about successful omni-channel strategies?  Read on for a personal story that got me thinking about omni-channel. The phone rang in the middle of the night. It was my daughter, who was completing a semester abroad in London. “Ma, I’m short on cash, and I need extra this month…you know I’m booking ... Read More

The New Digital Impact on Customer Loyalty

In the past, winning over customers in the financial services industry was all about using business process management (BPM) technology to make tasks easier and more accessible for the consumer. Now, customer loyalty is increasingly determined by a financial institution’s ability to assist customers, rather than just the ability to help customers help themselves. This ... Read More

Fast Track Your Transformation Plans

Sibos promised to be one of the most interesting financial services conferences of the year, and it did not disappoint. It was a fast paced week in Geneva — from the latest on blockchain, and the discussions around compliance and the Customer Journey, to the stories of digital transformation — Sibos hit the pulse of our ... Read More

Are You on the Right Path to Digital Transformation?

The financial services industry is experiencing new and drastic changes; from channel proliferation to higher customer expectations and an increasingly competitive marketplace. Demand is high for innovation that can help organizations stay competitive and boost their corporate performance. To stay ahead of competition, digitization must occur. But how do you choose the right path to digital ... Read More

Reach Customers Where They Are [Infographic]

The Financial Services industry is changing. Information technology is becoming more important than ever as banks and credit unions work to implement robust IT systems in order to support online and mobile banking, and do so without creating excess risk. All of this change is helping Financial Services firms become more agile and responsive, and ... Read More